Statement of Best Practice
The purpose of service desk is to provide the single point of contact (SPOC) between the service provider (IT) and users for day-to-day activities. A typical service desk manages incidents (service disruptions) and service requests (routine service related tasks) along with handling user communications for things like outages and planned changes to services. A service desk typically has a broad scope and is designed to provide the user with a single place to go for all their IT needs. This results in the service desk playing a pivotal role in facilitating the integration of business processes with the technology ecosystem and broader service management infrastructure.
Contact
- Assistant Director, IT Process and Planning: Bob Black
- Practice Owner: Chuck Angel
- Process Sponsor: Troy Travis
Roles and Responsibilities
- User: consumers of an IT service or related component
- Advisor:
- Solver:
Service desk staff perform activities in the incident management, request fulfillment, and knowledge management processes.
Policy
- All Interactions either create a new case record or update an existing case
- Relevant information about the interaction is documented in the case. If it isn't documented, it didn't happen.
- Cases that remain unsolved at the end of the interaction are escalated using an escalation procedure
Function Targets
- Average Speed to Answer (Phone and Chat Interactions): 60 seconds
- Answer Rate: 90%
- Average Speed to Answer (Email and Web Interactions): 4 hours
- Average Handle Time (Phone): 480 seconds
- Customer Satisfaction: 85%
- Raw Resolution Rate: 75%
- Solvable Resolution Rate: 95%
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